Conversations focused on creating and showing the value of CS
What is your NDR rate goal for your team and why? Are you taking into consideration the macroeconomic environment in 2023 when goal-setting? In your opinion, what would you set as your NDR rate goal for a green CS team with less than 2 years of renewal history?
I was asked yesterday how to extract value, and ensure profitability, from a high number of very low value customers. The scenario is that there are 10,000 customers, with that number growing fast, paying on average a one-time £2,000 fee and a few hundred per year for additional services. There is currently no CS function…
Hey All - I'm fascinated by this community of brilliant people. With that said, I'm starting with a close to 2 year old start up and they're beginning to invest in cx/customer success. Because they have a bunch of existing accounts and my question was/is how are you monitoring the health of these relationships? That's…
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Hi! I've been so fortunate to get a leader that wants less KPIs that measure the things we care about, and more KPIs that the customer cares about. But making internal metrics is a piece of cake compared to measuring . Nobody knows better if they've achieved a desired outcome better than the customer themselves. But how…
Hi everyone I'm new here so forgive me if something similar to this lives somewhere. I looked but I couldn't find anything, promise! I'm looking for tips and advice on the best way to go about customer segmentation. We've got information everywhere: * CRM systems * CSMs own customer spreadsheets * CSMs own brains I'd like…
As the title states - I have recently taken on a global role, leading a CS team with a churn problem. When I dig it into the core reasons for churn, besides product gaps that are being mitigated. Customers are churning because of not enough perceived value. I was wondering what have you implemented to help your team to…
Hi! Has anyone cracked the code on identifying ROI for their CS teams? I've read (and now experienced!) that it's notoriously difficult to quantify, but my exec team is asking me to give it a shot. Ideally, I'd show our ROI before and after using a CS platform. Any resources, ideas, or templates are welcome!
Hello all, As we have been progressing through our 2023 planning efforts, one of the questions that was asked was "What percentage of our company revenues should be our corporate spend for Customer Success and Support?" I realize that every company is at different levels of CS and corporate maturity, revenues, serving…
I am solidifying my team's goals for Q4 and one of our key objectives is ensuring we are being proactive with accounts and bringing valuable insights, materials & discussion to every interaction. What types of measurements have you put around this or do you suggest putting in place? I want to ensure it's a clear,…
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